Four Views into the Looking Glass of Quality>
As published in Imaging Spectrum, November 2006, www.Imaging-Spectrum.com
I once had a client who could not pass a mirror without looking at herself. In fact, there was not a mirror that she did not love - or that did not love her. At first I made jokes, yet soon I realized that her behavior was not vanity or to impress others, but a conscious desire to look the best that she could . . . for herself and for those around her. When she looked good, she felt good, which in turn made others feel good. It was in her nature and her character and was reflected in her products, her services, her business ethics, her corporate literature and her manner in dealing with people. She had a keen sense of Quality and her views of quality were manifested throughout every aspect of her business. It is no exaggeration to say that her business became very, very successful.
Quality is the most important factor affecting the imaging products aftermarket and remanufacturing industry today. Fairly or not, our industry is judged by - and is sensitive to - the quality of our manufactured goods. Thus, we strive to produce products of the highest quality by using quality components. We implement mechanisms for quality control, and then manage this quality as expertly as we can. The results have been quite positive. Yet, as quality is often viewed and defined in manufacturing terms alone, we may be missing other key areas of quality in which our business can improve.
Four Views of Quality
Quality is the overall being of a company. Quality is determined by how a business manufactures and markets its products, manages its employees and resources, presents itself to the industry and public, and effectively and efficiently serves its cusomters. Quality is a total product management system and customer solution.
Here are four views of quality a business can use to create its own Total Quality Solution:
Quality in Product Manufacturing and Performance
This is the traditional view of quality. Is your company producing the best quality product that it can? Are the products equal to or above OEM industry standards? How often are they tested for performance? Are quality controls up to date? How efficient are the company's operations? Will your customers repurchase your products?
Below are some points to consider that can improve product manufacturing and performance:
Len Zimmerman is president of Zimmerman Business Consulting, Inc., a strategic marketing consultancy located in New York, N.Y. He has more than 25 years of marketing, advertising and brand management experience. He has been consulting in the remanufacturing industry since 1996. He can be reached at (212) 860-3107 or firstname.lastname@example.org. His website is www.zbcinc.com.
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